AI-First Tech Support Specialist

Socket.dev; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work (NYC office onsite 3+ days

Stock participation plan

Medical and dental coverage

401K match

Parental leave

Team lunch

Wellness benefits

OpenUp and Talkspace access

Job summary

DataSnipper is seeking a Technical Support Specialist in New York to join its AI-first support team. You will work hands-on with our AI infrastructure, resolve complex issues, and escalate where necessary—think logs, API debugging, and collaboration with Engineering.

You will help maintain and improve the knowledge base, identify recurring patterns, and contribute to onboarding new team members as part of a small, global team across Amsterdam, New York, and Kuala Lumpur.

Qualifications

• 2–4 years in technical or application support for B2B SaaS.
• Strong diagnostic and troubleshooting with logs and APIs.
• Experience with Windows and Azure environments.
• Ability to navigate new software quickly and learn concepts.
• Excellent written and verbal English.

Responsibilities

• Improve AI-driven support resolution rate and answer quality.
• Resolve escalated tickets and perform root-cause analysis with logs and tooling.
• Collaborate with Engineering for code-level investigations.
• Maintain and improve the knowledge base and guides.
• Contribute to onboarding and training of new teammates.
• Coordinate with Customer Success on bugs and incidents.

Skills

Troubleshooting

Logs & API debugging

Windows & Azure

AI tooling fluency

Customer communication

English proficiency

SaaS product architecture

OpenAI / AI concepts

Tools

Intercom

Zendesk

Jira

Job description

DataSnipper is seeking a Technical Support Specialist in New York to join its AI-first support team. You will work hands-on with our AI infrastructure, resolve complex issues, and escalate where necessary—think logs, API debugging, and collaboration with Engineering.

You will help maintain and improve the knowledge base, identify recurring patterns, and contribute to onboarding new team members as part of a small, global team across Amsterdam, New York, and Kuala Lumpur.